|Happy Duck! by BaylorBear78 on Flickr|
Virgil Miller, the company's vice president of client services told Marketplace: "When you call in, we want you to feel that 'I am dealing with a company that values me, and is family oriented and of course, makes me feel secure.' So we were looking for a voice that reflected those type of things."
How much difference is that going to make? If you dial 1.800.99.AFLAC, yes there's the friendly voice but there's still the typical press "one" if..., press "2" if message. (At least they allow you to choose whether or not you use the voice recognition system. That drive me completely crazy.)
The economic benefit of automation is indisputable. Forrester Research says that a call handled by a person costs around $6 and up to $30 if the call takes a long time. An automated call costs between five and 25 cents. But, as Marketplace says: "Given how frustrating these systems can be, is voice quality even an issue for customers?"